scholarly journals The Effect of Perceived Risk on Repurchase Intention and Word – of – Mouth in the Mobile Telecommunication Market: A Case Study from Vietnam

2017 ◽  
Vol 10 (3) ◽  
pp. 8 ◽  
Author(s):  
Nguyen Xuan Tho ◽  
Min-Tsai Lai ◽  
Huey Yan
Keyword(s):  
Perceived Risk ◽  
Word Of Mouth ◽  
Service Providers ◽  
Negative Impact ◽  
Negative Relationship ◽  
Survey Method ◽  
Mobile Service ◽  
Repurchase Intention ◽  
Mobile Telecommunication ◽  
Telecommunication Market

This study aims at examining the effect of perceived risk on repurchase intention and positive word-of- mouth (WOM). An online survey method was used to collect data, and 268 questionnaires were properly completed and submitted by subscribers in the Vietnam’s mobile telecommunication market. First-order and second-order CFA were established to analyze and confirm dimensions of perceived risk and its construct by using AMOS software. Then, the structure equation model (SEM) was used to test hypotheses. The results show that perceived risk has a significantly negative impact on repurchase intention. The findings also indicate that there is a negative relationship between perceived risk and word - of - mouth. Based on scientific proof as well as practical evidence, it suggests that the mobile service providers in Vietnam need to prevent any cause that may lead to an increase in terms of consumer’s risky perception in order to retain existing subscribers and attract more potential customers.

Why Consumers (Do Not) Change Their Mobile Service Providers – a Hungarian Study

2016 ◽  
Vol 1 (5) ◽  
pp. 12-19
Author(s):  
Attila Endre Simay
Keyword(s):  
Consumer Satisfaction ◽  
Switching Costs ◽  
Service Providers ◽  
Consumer Trust ◽  
Mobile Service ◽  
Oligopolistic Competition ◽  
Consumer Loyalty ◽  
Mobile Telecommunication ◽  
Telecommunication Market ◽  
High Penetration

The present study introduces the connexions of consumer satisfaction, consumer trust, consumer loyalty and switching costs in one framework. The empirical study took place in the Hungarian mobile telecommunication market, because of the high penetration and the oligopolistic competition in the industry. The results suggest that the major indicator of consumer loyalty is the consumer trust in the companies, and consumer satisfaction is more likely to be an indicator of trust. Switching costs have little effect on loyalty compared with consumer trust or even satisfaction.

scholarly journals Analysis of the Effect of Service Quality and Customer Satisfaction on the Repurchase Intention, Word of Mouth and Customer Retention for Party Equipment Rental ˋˋSuyono" in Surabaya

2021 ◽  
Author(s):  
Muchammad Zaenal Arifin Rahmatulloh ◽  
Tina Melinda
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Word Of Mouth ◽  
Service Providers ◽  
Customer Retention ◽  
Partial Least Square ◽  
Least Square ◽  
Significant Positive Effect ◽  
Repurchase Intention ◽  
Positive Effect

The purpose of this study was to provide an understanding of how service quality and customer satisfaction influence the repurchase intention, word of mouth and customer retention at the party equipment rental company “Suyono”in Surabaya. A survey was conducted with 70 service users of “Suyono”. The study used a quantitative approach to explain the causal relationship between the variables. The researcher selected the participants individually. The Partial Least Square analysis technique was used, assisted by the Smart PLS 3.0 application. The results of this study showed that the quality of service had a significant positive effect on customer satisfaction and customer retention; and customer satisfaction had a significant positive effect on repurchase intention and word of mouth. Customer satisfaction did not have a significant effect on customer retention. Therefore, service providers are strongly advised to focus on improving service quality and customer satisfaction to increase customer retention. These results can be applied by companies to increase repurchase intentions, word of mouth and customer retention, especially companies in the service sector. Keywords: service quality, customer satisfaction, repurchase intention, word of mouth

scholarly journals Customer Loyalty in Mobile Banking: Evaluation of Perceived Risk, Relative Advantages, and Usability Factors

2021 ◽  
Vol 32 (1) ◽  
pp. 70-81
Author(s):  
Ahmad Esmaeili ◽  
Iman Haghgoo ◽  
Vida Davidavičienė ◽  
Ieva Meidutė-Kavaliauskienė
Keyword(s):  
Customer Service ◽  
Customer Loyalty ◽  
Perceived Risk ◽  
Structural Equation ◽  
Banking Sector ◽  
Negative Impact ◽  
Survey Method ◽  
Mobile Banking ◽  
Statistical Population ◽  
The City

Information and communications technologies promote change in the service sector, and the banking sector is not an exception. Finding what factors impact consumer satisfaction with service and lead to loyalty is invariably important for business. However, it is important to begin with evaluating the aspects that are specific to the market and service. The purpose of this study was to investigate the factors affecting customer loyalty in Mobile Banking. Following the model designed by the researchers, consideration was given to mediator variables of satisfaction, trust, and customer service to examine how factors such as perceived risk, relative advantages, and usability affect customer loyalty. In this study, customers of an Iranian bank (Shahr Bank) based in the city of Tehran constituted the statistical population. The descriptive survey method was used on a sample that was selected through a cluster-convenience method and included 411 Shahr Bank's customers resident in the east, west, north, south, and centre of the city of Tehran. Structural Equation Modelling (SEM) test and the LISREL 8.8 software were used to analyse the data and to determine what role each factor plays on loyalty. The results showed that such factors as relative advantages, satisfaction, and trust have the most significant impact on customer loyalty. However, the effect of usability on customer service was not confirmed. Furthermore, it was identified that perceived risk has a negative impact on loyalty.

Understanding Customer Intention to Use Mobile Payment Services in Nanjing, China

10.31355/22 ◽  
2018 ◽  
Vol 2 ◽  
pp. 049-060 ◽  
Author(s):  
Phuah Kit Teng ◽  
Ting Jenn Ling ◽  
Kelly Wong Kai Seng
Keyword(s):  
Technology Acceptance ◽  
Perceived Risk ◽  
Service Providers ◽  
Subjective Norm ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Mobile Payment ◽  
Mobile Service ◽  
Intention To Use ◽  
Payment Services

NOTE: THIS ARTICLE WAS PUBLISHED WITH THE INFORMING SCIENCE INSTITUTE. Aim/Purpose.............................................................................................................................................................................. This study examines the factors that influence customer intention to use mo-bile payment service in Nanjing, China. It also gains a deeper understanding and better insight of Chinese consumer behavior. Background.............................................................................................................................................................................. Mobile payments services represent a tremendously interesting paradox in the world of telecommunications. Although, they are convenient, quick and easy but there is not still enough evidence on how successful this practice is. In Nanjing, China, consumer intention to use mobile payment is still questionable and remains as a skeptical consideration. Methodology.............................................................................................................................................................................. A survey was conducted in Nanjing, China where 612 respondents were interviewed by self-administrated survey. The modified Theory of Reasoned Action (TRA) and Technology Acceptance Model (TAM) were applied in this study. Descriptive analysis, exploratory factor analysis and multiple regressions were used to accomplish the objective. Contribution.............................................................................................................................................................................. This research provides an insight to the mobile telecommunication industry, marketers, decision makers and academics on the factors that encourage consumers to use mobile payment. Findings.................................................................................................................................................................................... Four factors that influence the consumer behavioral intention were deter-mined in this study (perceived risk, perceived usefulness, subjective norm and attitude). The results of multiple regression indicate that all four variables significantly influence consumer intention to use mobile payment in Nanjing, China, however subjective norm has relatively high impact as compared to others. Recommendations for Practitioners........................................................................................................................................ In order to build a positive expression of the brand, mobile service providers are suggested to enhance the persuasion of the application. As customers provide their privacy information to register for the mobile payment services, providers should strengthen their security system. This not only shapes consumer trust but also prevent privacy leakage. Secondly, mobile payment application providers can imply policies for protecting customer rights from potential risk to increase their agreement of the application. These will lead to unexpected losses financially. Recommendation for Researchers............................................................................................................................................ It is recommended to make a comparison study between two Mobile payment platforms by examining constructs such as usefulness, ease of use, perceived risk as well as security risk, financial risk, social risk and time risk between Alipay and Wechat payment system in China. Impact on Society........................................................................................................................................................................ Various forms of mobile payment have been adopted by Chinese consumers due to convenience, speed and ease of use. Even though mobile payment does not replace physical payment cards but it has been acting as a substitute for paper-based payment method and it is driving demand and consumer usage. However, there the potential for data to leak creates some level of insecurity and skepticism for Chinese costumers. Future Research............................................................................................................................................................................ To have an in depth understanding about the consumer intention to use mobile payment, it is recommended to determine the current customers’ satisfaction level by adopting the SERQUAL model. Qualitative and quantitative research with focus group will be a good approach to get a deeper understanding on the factors that influence consumer to use mobile payment services rather than others payment methods. It is also important to get more information regarding customer satisfaction towards the mobile payment platform.

Customer Relationship Marketing Focusing on Providing Benefits to Students and Mobile Service Providers

2013 ◽  
Vol 2 (4) ◽  
pp. 25-35
Author(s):  
A. H. M. Ehsanul Huda Chowdhury ◽  
Sara Sarwari ◽  
Waleed Khan Chowdhury
Keyword(s):  
Relationship Marketing ◽  
Service Providers ◽  
Cellular Phone ◽  
Customer Relationship ◽  
Survey Method ◽  
Simple Random Sample ◽  
Mobile Service ◽  
Student Community ◽  
Quantitative Descriptive ◽  
The University

This article investigates the extent to which communication impacts on relationship marketing and whether improved communication can result in sustainable long-term relationships. It proposes a continuing process that would not only primarily facilitate the mass student community of the university but also specifically provide aid to every individual pupil’s requirements during their term in each enrolled semesters. The solution is meant to help the student community to stay in pace with their educational calendar besides enjoying the privilege to be entertained with the most effortless and economical communicating tool within the university community. This is expected to enrich each individual’s knowledge by initiating a new route to tie with one another besides serving all other regular needs for communicating with the rest of the world. This is a quantitative descriptive study where the survey method is employed using a simple random sample by using university students of AIUB who uses cellular phone. The findings indicate that this research will enhance not only the life of its pupils but also improve the procedures and formalities that it needed to carry out to serve the students. The commencement of the service will not only ensure the simplicity of the existing students but would also facilitate those particular students who are concluding their studentship.

THE EFFECTS OF PERCEIVED RISK ON THE WORD-OF-MOUTH COMMUNICATION DYAD

2006 ◽  
Vol 34 (10) ◽  
pp. 1207-1216 ◽  
Author(s):  
Tom M. Y. Lin ◽  
Cheng-Hsi Fang
Keyword(s):  
Perceived Risk ◽  
Financial Risk ◽  
Word Of Mouth ◽  
Negative Relationship ◽  
Social Risk ◽  
Positive Effects ◽  
Performance Risk ◽  
Expected Performance ◽  
And Performance ◽  
Product Familiarity

This study examined the effects of perceived risk on the sender and the receiver of word-of-mouth (WOM) communication. Regression analysis of 675 questionnaires administered in Taiwan metropolitan areas confirmed that financial risk and performance risk have significant positive effects on WOM's influencing of the receiver's purchase decision, whereas social risk and psychological risk have significant positive effects on the sender's intention of WOM spread. Product familiarity was identified as a moderator of the relationship between expected performance risk and WOM spread. There was a negative relationship between expected performance risk and WOM spread when people were unfamiliar with the product.

Do corporate sustainable management activities improve customer satisfaction, word of mouth intention and repurchase intention? Empirical evidence from the shipping industry

2017 ◽  
Vol 28 (2) ◽  
pp. 555-570 ◽  
Author(s):  
Youngran Shin ◽  
Vinh Van Thai ◽  
Devinder Grewal ◽  
Yulseong Kim
Keyword(s):  
Customer Satisfaction ◽  
South Korea ◽  
Sustainable Management ◽  
Word Of Mouth ◽  
Service Providers ◽  
Equation Modeling ◽  
Repurchase Intention ◽  
Shipping Industry ◽  
Content Type ◽  
The Impact

Purpose As the concept of corporate sustainable management activities (CSMA) has become an increasingly important element of corporate management, much attention has been paid to its impact on customer relationship. Although there exists many studies concentrating mainly on the environment aspect of CSMA, only a few address the three dimensions of CSMA (environmental, social and economic) and examine their comprehensive impact on relationship marketing. In an attempt to fill this gap, the purpose of this paper is to empirically investigate the influence of CSMA on customer satisfaction (CS), word of mouth intention (WOMI) and repurchase intention (RI). Design/methodology/approach The data come from 214 shipping industry practitioners (shippers, freight forwarders and third party logistics service providers in South Korea). Structural equation modeling (SEM) is employed to test the impact of CSMA on CS, WOMI and RI. Findings Based on a survey conducted in South Korea, the findings indicate that environmental and economic aspects of CSMA play a significant role in enhancing CS and the enhanced CS positively affects WOMI and RI. Research limitations/implications As the field data were obtained from only one industry, future replication of the findings to other industries should consider industry-specific factors, if applicable. Practical implications The results highlight several implications for shipping industry practitioners to consider when establishing the strategy for effective corporate sustainable management to enhance CS. Originality/value This study is one of the first empirical attempts to explore how CSMA affects CS in the shipping industry. In addition, this paper empirically investigates the influence of CS on WOMI and RI.

The Role of Litigation in First-Mover Performance in M-Business

2011 ◽  
Vol 7 (3) ◽  
pp. 92-104
Author(s):  
Belén Usero ◽  
María Ortiz
Keyword(s):  
Service Providers ◽  
Negative Impact ◽  
Share Price ◽  
Regulatory Change ◽  
Mobile Service ◽  
Technological Advances ◽  
Stock Market Valuation ◽  
The One ◽  
The Impact ◽  
First Mover

In recent years, technological advances and regulatory change have profoundly modified many Internet-related supply and user services. In some cases, although entry barriers for new competitors have been lowered, established companies have been able to reap certain sources of first-mover advantages (FMAs) as a result of their early entry into the market. Here, non-market strategies can be used by rivals and other industry participants to neutralize FMAs. This paper has two main objectives: on the one hand, to reflect on FMAs in an Internet-enabled market environment, specifically, mobile service providers; on the other hand, to study the impact of litigation on first-mover performance in the Spanish mobile services industry between November 2000 and July 2006. The results obtained show that litigation processes initiated against first mover Movistar, do not, on average, have a negative impact on market performance. Similarly, we observed that when legal proceedings do have an impact on a company’s stock market valuation, the negative impact, on average, outweighs the positive. Last, we also observed that the impact of some legal disputes on the first mover’s share price varies depending on who initiates legal actions and on the nature of the lawsuit filed.

Building trust in sharing economy platforms: trust antecedents and their configurations

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Anna Akhmedova ◽  
Neus Vila-Brunet ◽  
Marta Mas-Machuca
Keyword(s):  
Word Of Mouth ◽  
Service Providers ◽  
Qualitative Comparative Analysis ◽  
Value Added ◽  
Sharing Economy ◽  
Positive Word ◽  
Repurchase Intention ◽  
Content Type ◽  
The One ◽  
Positive Word Of Mouth

PurposeThe sharing economy is the internet-enabled business model that has changed the way people travel, work and interact. Similar to other internet-enabled settings, trust is of paramount importance for the sharing economy as it leads to continued use and positive word-of-mouth. The main objectives of this research are twofold: (1) to identify the most relevant antecedents of trust in the sharing economy; and (2) to identify which combination of these antecedents allows repurchase intention and positive word-of-mouth to be achieved.Design/methodology/approachThrough revision of trust theories and complementary frameworks, and an analysis of the sharing economy, the authors develop a model of trust for the sharing economy. The authors propose a model assuming that different types of trust will form a limited number of pathways valid for the creation of positive behavioural intentions. The authors use qualitative comparative analysis to empirically assess the proposed model on a sample of 235 sharing economy users.FindingsThe authors find two configurations that jointly suggest the key role of website quality and usability in generating consumer trust. The authors propose that, on the one hand, platforms might focus on creating value-added services and increasing the reliability of the platform brand. On the other hand, platforms can focus on creating good signalling mechanisms and educate their service providers towards reliable behaviour.Originality/valueThe authors build a conceptual model of trust in the sharing economy setting, that considers the feedback loops among the combination of several dimensions. The authors define specific strategies for platforms in the sharing economy that lead to repurchase intention and positive word-of-mouth.

scholarly journals FACTORS AFFECTING CUSTOMER SATISFACTION IN MOBILE TELECOMMUNICATION INDUSTRY IN BANGLADESH

2014 ◽  
Vol 12 (1) ◽  
pp. 74-93 ◽  
Author(s):  
Md. Hasebur Rahman
Keyword(s):  
Customer Satisfaction ◽  
Significant Influence ◽  
Service Providers ◽  
Percent Level ◽  
Value Added ◽  
Telecommunication Industry ◽  
Mobile Service ◽  
Service Reliability ◽  
Mobile Telecommunication ◽  
Factors Affecting

Identification of factors responsible for customer satisfaction is a key concern of marketing scholars and marketers in now a days and it will remain in the future. There is considerable evidence that quality factors affecting customer satisfaction in numerous ways. However, this empirical study is initiated to find out what particular factors responsible for customer satisfaction in the mobile telecommunication industry in Bangladesh. 282 samples have been collected through structured questionnaire; study reveals that service innovativeness, service reliability, service competitiveness and service consistency have significant influence on making customer satisfied and the operator’s network/signal coverage, pricing, offering, fulfillment of customer demand, value added service, brand value and operators contribution for society have insignificant influences on making customer satisfied at five percent level of significant at multiple regression analysis. On the basis of these findings; study concludes that in promoting customer satisfaction mobile service providers should be concerned for factors responsible for insignificant influence on customer satisfaction and care of those factors have significant influence on promoting customer satisfaction in telecommunication industry in Bangladesh.

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